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Survey: Contact Center Customer Service Agents’ Pain Points and Solution

METHODOLOGY

The survey was administered online to contact center agents in the US, Canada, UK, Ireland, and the Asia Pacific region in the first calendar quarter of 2017 through SurveyMonkey®. Respondents were asked to pick up to two pain points, and findings were compiled from 615 responses.


QUESTION ON CUSTOMER SERVICE PAIN POINTS FOR AGENTS

What created the biggest pain(s) for you in answering questions/resolving problems/executing a customer service process, when you have the customer on the line? Select up to 2 answers.” The choices were:

  • Finding the right answers to customer questions
  • Different systems/information sources give different answers
  • Hopping from one application/window to another
  • Hard to keep up with all the new information/changes I need to know about
  • Other issues

RESULTS

Not being able to find the right answers to customer questions turned out to be the top complaint by agents.

The answers were similar when broken by region.

 


QUESTION ON BENEFITS OF A “SOLVE” BUTTON

Imagine you had a “Solve” button on your desktop that gets you quickly to answers or starts guiding your conversation or service process with the customer step by step? At the same time, the button would reduce the need to access multiple systems to do your job. How would you rate the value of such a button on your desktop?

  • Stress buster that will make my job easier
  • It will help me significantly
  • It will be of no help
  • None of the above

RESULT

An overwhelming number of agents supported the idea of a Solve button on the agent desktop. A whopping 86% said it will “make their job easier” or “help them significantly.”


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